Shane Mcafee Email & Phone Number

Rochester, NY, US

Rochester, New York Metropolitan Area

∙ Performed quality audits of recorded calls conducted by Marketing Pros via QMS.∙ Provided feedback to agents in the interest of leading toward higher quality scores. ∙ Maintained consistently low variance scores for Audit The Auditor (<5%).∙ Partnered with QA team to promote engagement activities with Marketing Pros.

Rochester, New York, United States

∙ Maintained a book of business comprised of small business groups∙ Served as a marketing pro for advertisers seeking to utilize ad campaign via social media.∙ Maintained frequent contact with advertisers to analyze ad data and determine next steps.

Rochester, New York, United States

∙ Collaborated in the recruiting effort Field Operations accounts for Spectrum.∙ Led meetings with program management to provide recruiting status updates.∙ Interviewed candidates via email, phone, and iCIMS TextRecruit.∙ Managed candidate applications from the initial application to offer stage via BrassRing.

Rochester, New York Area

∙ Earned Employee Excellence Recognition – Clients May 2019/Leadership May 2019 ∙ Led the recruiting effort for multiple Enterprise vertical accounts∙ Provided onboarding support for Enterprise level hires as needed.∙ Performed quality audits for Proofpoint team via PlayVox ∙ Led quality audit calibration meetings with Proofpoint team managers

Rochester, New York

∙ Provided video repair services for Spectrum’s customer base via telephone∙ Assisted customers with service upgrades, equipment swaps and truck roll scheduling.∙ Educated customers how to best utilize their subscribed services to promote future value.

Rochester, New York

∙ Provided crisis management and escalation of support cases for an encrypted email support team.∙ Facilitated advancement of support cases all tiers of support.∙ Disseminated escalation support processes to local support teams

Rochester, New York Area

∙ Managed a team of Cisco Webex Event Producers charged facilitating Cisco Webex Events∙ Interviewed candidates and conferred with client Project Manager to calibrate recruiting efforts.∙ Provided onboard training as well as training on new processes to team members

Rochester, New York Area

∙ Led the Triage team to ensure even and appropriate support case distribution.∙ Coached Technical Support Managers to help identify their strengths and areas of opportunity.∙ Tier I Subject Matter Expert for SafeAssign Building Block, Salesforce CRM ramp up, and Chatter

∙ Provided Tier I customer support of Learning Management System (LMS)∙ Responsible for triage of incoming support cases among team members

Master Of Business Administration - Mba, Business Administration, Management And Operations, 3.46

Completed 24 credit hours

Bachelor Of Arts, Organizational Communication, 3.45

Social Networking, Blogging, Storytelling, Humor in the Workplace

Applied Associate In Science, Computer Information Systems